Business Process Document

<Request for Extension/Reissue>






Rally OurBus 






March 22, 2023 















Table of Contents


Introduction 

Process Document: Request for Extension/Reissue

Process Flow Document: Request for Extension/Reissue

Reporting Structure and Logics: Request for Extension/Reissue
































Introduction 


There are various scenarios wherein the customer reaches out with a request to extend/reissue a coupon. The process defines the guidelines to be followed in such situations.




Request for Extension | Reissue 


The document highlights different coupons and it’s nuances of whether it qualifies for an extension or reissue based on the policy of Rally Ourbus. It also lists down the process of how such queries are to be handled by the customer experience team.





Process Document: Request for Extension/Reissue 


Name of Process:

Request for Extension/Reissue 

Process Owner:

Prakash Jha

Created By:

Prakash Jha

Last Updated By:


Date Created:

22nd March 2023

Last Revision Date:


Process Purpose:

To provide a set of guidelines to be followed in cases of extension/reissuing a coupon. 

Process Scope:

The process scope involves those cases involving the extension/reissuing of coupons. 

Process Input:

An incoming contact via call, chat, email, or SM for extension/reissuing of a coupon. 

Process Boundaries:

Coupon Types: Missed bus coupons, Friend Referral coupons, Apology coupons, Select membership, Courtesy coupon, Marketing coupons

Applicable Scenarios: OBIC/Code_Red/Internal issue where Rally-OurBus is responsible for the trip-related changes. 


Process Flow:


Missed Bus Coupon:

  1. If the customer booked the ticket for the first time and missed the bus, then that coupon can be reissued if it was not used within the validity period. 

  2. If the customer is an existing one, however the request is for the first time, then it can be reissued.


Select Membership:

  1. If the ticket was immediately canceled (within 10 mins) after booking - all the vouchers applied can be reissued.

  2. Else the customer will be denied the request based upon the terms and conditions. 

  3. If the customer still persists, an exception can be approved at Manager's discretion. 


Referral Coupons:

  1. Referral coupons can be reissued in all cases.


Apology Coupons:

  1. Apology coupons can be reissued in all cases.


Marketing Coupons:

           

  1. App-Based Coupons:

    1. If the booking was done for the first time using the App, it can be reissued

    2. Else the request can be denied based on the terms and conditions.

  2. Route-Based Coupons:

    1. If the booking was done for the first time using the route-based promotion, it can be reissued

    2. Else the request can be denied based on the terms and conditions.

  3. Occasion-Based Coupons:

    1. The agent will check the air table for marketing coupons for the relevant terms and conditions.

    2. If the terms and conditions allow the extension/reissue, the agent can go ahead and do it else the request will be denied. 


Coupons Created Against Wallet Balance:

  1. These coupons can be reissued in all scenarios. 


Courtesy Coupon:

  1. Initially the agent will deny any extension/reissuing of any courtesy coupon.

  2. If the customer insists, the exception can be approved by the Manager on a case-to-case basis. 


Process Output:


The output of this process is that the customer either gets the extension of coupon/reissuing of coupon or he/she is denied the extension.

Exceptions to Normal Process Flow

Any exception to the set process has to be approved by the Manager. 

Control Points and Measurements:

  1. The coupons are non-refundable & non-transferable. 

  2. The underlying terms & conditions have to be fulfilled to avail of the offer. 

  3. The coupons are not-reinstated in the event of cancellations barring OBIC & code-red. 


Process Flow Diagram




Sponsor Acceptance 



Approved by the Project Sponsor:



        Date:    

<Project Sponsor>

<Project Sponsor Title>